General Policy

This policy applies to all service tiers, including the People Risk Snapshot™, Foundation HR System™, Fractional HR Partner™, Scale-Ready HR Infrastructure™, and Fractional CPO/CHRO engagements.

Exceptions to this policy are limited and described in the sections below. Any exception requires written approval from PHRP’s principal.

Refund Eligibility by Service Type

Cancellation Policy

Retainer Engagements

Either party may cancel a retainer engagement in accordance with the termination provisions in the applicable Service Agreement. In the absence of a signed Service Agreement:

• Either party may cancel with 30 days’ written notice sent to the other party’s email address on file
• The retainer continues through the end of the current paid billing period
• Work in progress at the time of cancellation will be completed through the end of the notice period, and any deliverables produced will be provided to the client
• Fees paid for the current billing period are non-refundable
• Fees prepaid for future billing periods not yet commenced will be refunded within 14 business days of the effective cancellation date

Project-Based Engagements

• Either party may cancel a project-based engagement with 14 days’ written notice
• The client is responsible for payment of all work completed and costs incurred through the effective date of cancellation
• Completed milestones and deliverables are non-refundable
• A prorated refund may be issued for milestones not yet commenced, less any third-party costs, materials, or administrative time already incurred in preparation

Cancellation by PHRP

PHRP reserves the right to cancel or terminate any engagement if:

• The client fails to pay invoices within 30 days of the due date
• The client materially breaches the Service Agreement or these Terms
• The client’s conduct creates a legal, ethical, or reputational risk to PHRP
• The client fails to provide information, access, or cooperation reasonably required for PHRP to perform its obligations

In the event of cancellation by PHRP for cause, the client remains responsible for payment of all work completed through the effective date of termination. No refund will be issued for the engagement period during which the cause for termination arose.

Scope Changes & Additional Work

If the scope of work changes during an engagement — whether at the client’s request or due to the discovery of additional needs during the diagnostic or build phases — PHRP will provide a written scope change notification that includes:

• A description of the additional work required
• The estimated additional cost (if any)
• The impact on the engagement timeline

No additional fees will be incurred without the client’s written approval. However, if the client declines necessary scope changes that affect PHRP’s ability to deliver the originally agreed outcomes, PHRP is not responsible for gaps in deliverables attributable to the declined scope.

Scope changes that have been approved and commenced are non-refundable under the same terms as the original engagement.

Client-Initiated Early Termination

If a client terminates an engagement before all deliverables are complete:

All completed deliverables for which payment has been received will be provided to the client upon termination. Deliverables in progress at the time of termination will be completed through the current milestone and delivered, unless the client explicitly requests otherwise in writing.

Non-Refundable Items

The following are non-refundable under all circumstances:

• Completed consulting work: Any deliverable, analysis, framework, or advisory service that has been completed and delivered or made available to the client
• Time and expertise: Hours of advisory, coaching, strategy, or diagnostic work performed by PHRP, whether or not the client utilizes the resulting recommendations
• Digital products after access: Any digital resource, playbook, template, or toolkit that has been downloaded, accessed, or delivered electronically
• Third-party costs: Any costs incurred by PHRP on the client’s behalf for third-party services, data, tools, or subscriptions
• Coaching sessions within 48 hours: Sessions cancelled with less than 48 hours’ notice, or no-shows
• Late fees: Late payment fees assessed in accordance with the Service Agreement and our Terms & Conditions
• Administrative and early termination fees: As described in Section 05

How Refunds Are Processed

• All approved refunds are processed within 14 business days of the effective date of cancellation or termination
• Refunds are issued via the original payment method. If the original method is unavailable, PHRP will coordinate an alternative with the client
• Refunds for credit card or electronic payments may take an additional 5–10 business days to appear on your statement, depending on your financial institution
• PHRP will provide written confirmation of the refund amount, calculation basis, and expected processing timeline
• Refunds are issued in U.S. dollars (USD). If the original payment was made in another currency, the refund amount may differ from the original payment due to exchange rate fluctuations. PHRP is not responsible for exchange rate differences.

Late Payment & Service Pause

This section supplements the payment terms in our Terms & Conditions (Section 06).

Service pauses do not extend the engagement timeline. If a service pause causes deliverables to be delayed beyond the originally agreed timeline, PHRP is not liable for timeline delays caused by non-payment.

Late fees are non-refundable and non-negotiable. They are assessed automatically and do not require prior approval from the client.

Dispute Process

If you believe you are entitled to a refund not addressed by this policy, or if you disagree with a refund determination:

• Step 1: Contact PHRP in writing at gabriella@performancehrpartners.com within 15 days of the charge or determination you are disputing. Include the engagement name, invoice number (if applicable), and a clear description of the issue.
• Step 2: PHRP will review the dispute and respond in writing within 10 business days with a determination, including the factual basis for the decision.
• Step 3: If the dispute is not resolved to your satisfaction, either party may pursue the dispute resolution procedures outlined in our Terms & Conditions (Section 13), including informal negotiation, mediation, and binding arbitration.

We strongly encourage clients to contact us directly before initiating any chargeback. Most billing concerns can be resolved quickly through direct communication.

Contact & Changes to This Policy

For questions about this Refund Policy, refund requests, or billing concerns, contact:

• Email: gabriella@performancehrpartners.com
• Phone: +1 (470) 309-9333
• Mail: P.O. Box 106, Magnolia, NJ 08049, U.S.A.

PHRP reserves the right to modify this Refund Policy at any time. The revised version will be posted on this page with an updated Effective Date. Material changes will be communicated to active clients directly. Changes do not apply retroactively to engagements already in progress under a signed Service Agreement.

Your continued use of the Site or our services after any modification constitutes acceptance of the revised Policy.

This Refund Policy is incorporated into and subject to our Terms & Conditions. In the event of a conflict between this Policy and a signed Service Agreement, the Service Agreement shall control.